Chargeback.io

Story

The Chargeback team was using Intercom as their Customer Platform; however, they were using HubSpot for keeping their data (CRM), Marketing, and Sales. The conventional wisdom is to have as much functionality in a single place as possible, and the decision was made to migrate from Intercom to HubSpot and use Service Hub Professional to achieve these goals. 

Solution

The project focused on migrating customer support operations from Intercom to HubSpot to consolidate all core functions into a single platform. The Velainn team coordinated the transition by configuring Service Hub Professional’s ticketing system to handle customer queries, automate escalation workflows, and establish a unified support pipeline. A knowledge base of articles was migrated and re-created in HubSpot to ensure the organization's users had on-demand, self-service access to relevant help content, reducing routine inbound tickets.  The implementation also included setting up automation rules to route and assign tickets efficiently, ensuring that high-priority issues received immediate attention. We created an AI Chatbot to save the time of the Support team on repeatable questions, automate the chatbot based on visitors' questions, and ensure it is routing to real people when it makes sense.  Through the migration, support operations were streamlined, historical data was preserved, and detailed ticket and team performance reporting enabled Chargeback to improve response times, enhance the customer experience, and achieve greater transparency in its support process.